Vibe.fyi offers 3 support options: Pay As You Go (PAYG), Total care and Premium Care.

We aim to ensure your communication channel network remains online and on-track to achieving your business objectives, for further assurance, we encourage you to add-on our Total Care or Premium Care Agreements. You can discuss upgrading or downgrading your support plan at any time with the Vibe.fyi Customer Success team (support@vibe.fyi ).

	Premium Care	Total Care	Pay-As-You-Go
	6 hours of support/month and priority over all other clients. Ideal for businesses with critical communication channels.	3 hours of support/month. Perfect for businesses who want to get the most from their communication channel activities.	Our 'PAYG' plan is charged by the hour and ideal for businesses who need minimal help.
Technical Helpdesk Support*
Bespoke Online Training			Add-on
Regular Check-ins
Quarterly Strategy Sessions
Screen Up-time Monitoring
After-hours support	Add-on	Add-on

*For Pro and Enterprise plans, technical helpdesk support is available via Email, Telephone and LiveChat. For our Free plan, support is available via LiveChat.

Support inclusions

Our helpdesk team are available to assist with the following technical helpdesk support requests, free of charge:

1. Tech Support - Investigating and confirming bugs in the web portal, admin console, templates, content library, data integration and Vibe.fyi player app software
   
2. Remote Hardware Support (for hardware supplied by Vibe.fyi that is still covered under warranty)
   e.g. Operating hardware (foil, screen or computer) supplied by us, which may include;
1. Checking logs for screen up-time details
   
2. Remote management and Monitoring (i.e. TeamViewer, VPN maintenance and checking) -  Premium Care only
   
3. Remote 'save and sync', 'deleting' slides and checking that all slides are downloading in full
   
4. Altering start-up scripts as required
   
5. Troubleshooting false touches
   
3. Digital Signage Software - Firmware upgrades and Vibe App releases - Total Care & Premium Care only

• Development
  
• Custom API feeds, New or revised slide design
  
• Maintenance, design and development related to altered data feeds, OS updates, new requirements
  
• Client supplied 3rd party feeds
  
• Maintenance, design and development related to altered data feeds (i.e. advanced or custom slides, new data fields, etc)
  
• Updates/Changes/Support
  
  • Creation of new content on behalf of, or requested by the client (Via Email, Live-Chat, Phone, Support ticket)
  • Fixing settings or issues that have been caused by a client making changes after client approved/signed-off project
  • Changes on any existing slides, content, text, copy, image, playlist or schedule in the client's environment. Includes both design and front-end integration required to complete changes.
  • Adding, changes and re-organisation of new member/user accounts, updating playlists, schedules, categories
    
  • Training
    
  • Monthly Check-ins
  • Quarterly Strategy Sessions
    
  • Screen Uptime Monitoring
• Hardware Support
  
  • Any support regarding operating 3rd party hardware (such as screens not supplied by us)
  • Support for audio settings with either Screen or Speakers hardware
  • Reissuing/supplying IP addresses previously supplied
  • Investigating white-listing/black-listing of IP addresses in Firewalls
• Custom Slides
  
  • Updates required to fix broken slides due to altered data feeds; resupplied by the client, or sourced through a 3rd party
  • Updates required to fix broken slides due to changes made by the client in error
• Digital Signage
  
• Information Bar (Fixing bad syntax, the spacing of text, correcting wrong characters. (use Letters, Numbers and the following characters only ...!@#$%&*()_+...  )

1. Time logged in excess of your Inclusive time, is charged at an hourly rate.
   
2. Unused Inclusive time does not carry forward, or transferred, by default.
   
3. Technical issues need to be reported and logged against your support agreement , but this is for reference only - they are not charged. (see Subscription Inclusions)
   
4. Job reports and any time in excess of your Inclusive time is invoiced after the 20th of each month.
   
5. There are 2 ways that our support team will track/log their time for exclusions, this will be either.
   

Support hours

1. Weekdays Monday-Friday, 8:30am-5pm (New Zealand Standard Time). Note: New Zealand Public Holidays are observed. Some of our team observe Australian Public Holidays.
   
2. On-site (at your location) and/or after-hours support (remote/onsite), is not included in our support plans. 
3. Support requested to be carried out at your location, or outside our normal days/hours will be quoted for. 

If your organisation requires a PO number for invoices, please help us out by providing this when you contact us, so that there are no delays.

To discuss your specific support needs, please contact support@vibe.fyi

Did you know that Vibe.fyi also provides a personal Vibe Assist service? Book in a FREE chat today to find out how Vibe Assist can help you keep your communication plan on track.